Firewall Technology Services Manager – DT US Firewall Operations

Who we are?

The primary objective of this position is to provide operational management of the DT US and USI Firewall Operations Team, which provides 24x7x365 firewall support to the Deloitte US. This position will operate from USI - Hyderabad location and will work very closely with the Firewall Architecture, Engineering, Network, Cyber and other Technology teams to provide a comprehensive service.

The DT US Firewall Operations Team Manager role requires advanced skills that enable the individual to deliver a high level of service and to meet the expectation from the business of a highly available agile infrastructure.  Strong leadership and communication skills, combined with a knowledge of core, specialized and technical competencies is required, along with a very solid understanding of an enterprise IT infrastructure operational environment, adhering to industry best practice.

Primary Responsibilities Include:

·        Management of the team responsible for monitoring and operational support of firewalls within the Deloitte US infrastructure.

·        Provide day to day operational management including SLA and ticket management, personnel scheduling, and escalation handling.

·        Utilize technical knowledge to oversee all on-going problems and escalations with vendors.

·        Participate in Major Incident calls and all priority issues on a 24x7 case as needed.

·        Support customers with process and technical questions related to Firewall Operations.

·        Build relationships with customers, other Deloitte teams, and vendors to provide exceptional service.

·        Ensure team is following all documented processes

·        Ensure team is innovative and involved in continuous improvement processes

·        Proficient knowledge on compliance and regulatory requirements to assist with security audits and assist in remediate of any security related issues.

Additional responsibilities regardless of team include:

·        Ensure firewall services and systems are always available and reliable.

·        Respond to and manage service issues and problems.

·        Responsible for awareness and compliance to policy and guidelines of the ISMS.

·        Report, pursue, communicate, and when needed escalate any breaches in information security or policies.

·        Able to coordinate and work with on-site engineers during outage or critical situations.

·        Adhere to established incident management SLA and SLOs.

·        Able to document troubleshooting/process related documents for the team.

Collaboration:

·        Participation in DT US working groups responsible for the deployment and development of global technology systems and infrastructure.

·        Provide input into peer performance reviews.

·        Mentoring staff on technical processes and procedures.

Knowledge Sharing / Documentation

·        Contribute to, produce and maintain processes, procedures, operational and architectural documentation, that meet DT US CTO Standards.

·        Change Control - Ensure compliance with processes and adherence to standards and documentation.

·        Lead in training new staff in technical processes and procedures.

·        Work        with      DT      US     CTO      leadership         and      application         teams in reviewing  new documentation.

·        The responsibilities listed here represent a core set of duties for this position. Responsibilities may be added or modified based upon business needs. Other duties may be assigned by managers of this role at their discretion.

Education/Other:

·        B.E, B.Tech, M.C.A, M.Sc or B.Sc with relevant work experience.

·        Bachelor’s Degree/College Diploma in Computer Science or equivalent

o    industry experience

Years of Experience: 11 to 15 years

Number of years of experience is provided as a guideline for hiring managers and represents the amount of experience typically needed to be successful in this role. Candidates with more or less years of experience may be considered based upon education, unique skills or other factors to be determined at time of hire.

Technical skills:

•              Expert level knowledge of Palo Alto firewalls.

•              Knowledge of Check Point and Cisco firewalls.

•              Knowledge of LAN/WAN and network protocols.

•     Knowledge of monitoring tools and commands to ensure quick resolution to issues.

•              Advanced level skill in firewall policy management.

•              Ability to manage support cases with external technology vendors.

•              Knowledge of server technologies is a plus.

•              Knowledge of virtual technologies is a plus.

•     Excellent written and verbal communication skills required. Must be able to easily analyze and communicate complex ideas to all levels of management.

•     Sensitivity and cultural awareness is essential as the role will involve contact with a variety of people around the globe.

•     Discipline and experience in recognizing and handling confidential and sensitive information.

•              Excellent time management and attention to detail is essential.

•     Ability to effectively prioritize and execute tasks in a high pressure environment

Other Qualifications

·       Professional Qualifications are preferred, including:

o    Palo Alto Certified

o    PCNSA/PCNSE

o    Cisco Certified

o    Check Point Certified

o    ITIL Foundation Certified

How you’ll grow

At Deloitte, we’ve invested a great deal to create a rich environment in which our professionals can grow. We want all our people to develop in their own way, playing to their own strengths as they hone their leadership skills. And, as a part of our efforts, we provide our professionals with a variety of learning and networking opportunities—including exposure to leaders, sponsors, coaches, and challenging assignments—to help accelerate their careers along the way. No two people learn in exactly the same way. So, we provide a range of resources including live classrooms, team-based learning, and eLearning. DU: The Leadership Center in India, our state- of-the-art, world-class learning Center in the Hyderabad offices is an extension of the Deloitte University (DU) in Westlake, Texas, and represents a tangible symbol of our commitment to our people’s growth and development. Explore DU: The Leadership Center in India

Benefits